Summary This position is in the Office of Information and Technology, End User Services, Enterprise Command Operations, where the incumbent serves as a supervisor policy/planning within Enterprise Command Operations and subordinate organizations. Responsibilities OIT Mission: The mission of the Office of Information and Technology (OIT) is to collaborate with our business partners to create the best experience for all Veterans. OIT Vision: To become a world-class organization that provides a seamless, unified Veteran experience through the delivery of state-of-the-art technology. Major Duties: Lead the development, implementation, and continuous improvement of Knowledge-Centered Service (KCS) practices within the Enterprise Service Desk. Create, publish, maintain, and retire knowledge articles to ensure accuracy, completeness, and adherence to organizational standards. Conduct regular audits of the knowledge base to ensure content quality, relevancy, and compliance with established guidelines. Partner with Tier 0/Tier 1/Tier 2 teams to identify knowledge gaps, capture new solutions, and ensure timely publishing of critical operational information. Translate technical information from SMEs into clear, user-friendly knowledge articles for both internal staff and end users. Provide coaching, training, and guidance to Service Desk staff on proper use of Knowledge Management tools and processes. Develop and maintain Knowledge Management processes, metrics, workflows, and governance models aligned with ITIL and enterprise standards. Analyze knowledge article usage, search trends, and feedback to recommend improvements that enhance first contact resolution (FCR) and improve self-service success. Maintain dashboards and produce routine reports on knowledge performance, article lifecycle status, and adoption metrics. Ensure compliance with VA/ OI&T standards for accessibility, security, and content governance. Serve as the primary liaison between Service Desk operations, SMEs, application/engineering teams, and the Knowledge Management governance group. Facilitate knowledge-sharing workshops, reviews, and continuous improvement sessions. This position is non bargaining unit Position Description/PD#: Supervisory IT Specialist (Plcypln)/PD18012A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required Travel Required: Occasional travel may be required as needed for this position. Work Schedule: Monday - Friday 8am - 4:30pm Compressed/Flexible: As determined by the Agency Policy Virtual: This is not a virtual position. Physical Demands: This work is sedentary. Some work may require walking and standing in conjunction with travel and to attendance at meetings and conferences away from the work site. Working Conditions: This work area is adequately lighted, heated, and ventilated. The work environment involves everyday risks or discomforts that require normal safety precautions. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Selectee is subject to background/suitability investigation Selected applicant will be required to complete an online onboarding process Complete the initial online assessment. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: - your performance and conduct; - the needs and interests of the agency; - whether your continued employment would advance organizational goals of the agency or the Government; and - whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For the GS-14 position you must have served 52 weeks at the GS-13. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. To qualify for this position, all qualification requirements must be met by the closing date of this announcement-04/24/2026. EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-13 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities needed to successfully perform the duties of this position. Specialized experience is defined as: experience designing, implementing, and managing enterprise Knowledge Management programs within an IT Service Management (ITSM) environment. This includes developing governance standards, maintaining knowledge workflows, and ensuring alignment with ITIL-based service delivery processes. Experience providing technical guidance on the creation, maintenance, and lifecycle management of knowledge articles; conducting program evaluations; and using metrics or audits to assess the effectiveness of Knowledge Management practices is required. This experience must demonstrate the ability to enhance service quality, reduce incident resolution times, and improve organizational knowledge sharing. Applicants must also have experience supporting the implementation or evaluation of a state, local, or federal public health program, including translating program policies, regulatory requirements, and technical guidance into clear, accessible knowledge assets. This includes collaborating with subject matter experts; providing technical assistance on knowledge content; updating materials to reflect evolving public health guidance; and ensuring knowledge artifacts support program compliance and mission objectives. Applicants must also have experience managing employees, including assigning work, providing performance feedback, supporting staff development, and ensuring consistent adherence to Knowledge Management and ITSM best practices. This experience must demonstrate the ability to lead teams responsible for maintaining complex, mission-critical information in support of public health program goals. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. Education There is no substitution of education for experience at the grade level(s) of this announcement. Additional Information This job opportunity announcement may be used to fill additional vacancies. VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at https://www.opm.gov/. Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected. The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
